Customer Management Enhance Your Customer’s Experience Mary

Customer Management Enhance Your Customer's Experience Mary Ann Guthrie – QAD Director, Research & Development, QAD

Enhance Your Customer's Experience Safe Harbor Statement The following is intended to outline QAD’s general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, functional capabilities, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functional capabilities described for QAD’s products remains at the sole discretion of QAD. 2

Enhance Your Customer's Experience Agenda What’s the buzz - From our customers and industry analysts Customer management suite - CM suite overview Successful missions - Customers and QAD [at work] Customer management [at work] - Today - Tomorrow 3

Enhance Your Customer's Experience Customer Strategic Initiatives Increase Revenue Decrease Cost Focus on the Customer Increase brand value and competitiveness High value, high quality customer interactions Lower training costs Quickly service your customer Consistent information access and delivery One face to the customer 4

Enhance Your Customer's Experience Key ERP Trends “Ease of use and rich user interfaces help users To find their way through the functionally comprehensive ERP packages.” Gartner, December, 2010 “Mobile technology empowering business people” Forrester, January, 2011 5

Enhance Your Customer's Experience Customer Management Suite CRM - Customer Relationship Management Sales - Order Management, Distribution, CSS, Configurator Service & Support - SSM, Field Service Management 6

Enhance Your Customer's Experience QAD Customer Management Philosophy Smart Simplicity - Role-based concepts - Information access - Access anywhere, anytime Customer Partnership 7

Enhance Your Customer's Experience Customer Partnerships 8

CRM Case Study Encoder’s CRM and Sales Challenges Encoder Products Company (EPC) Is a privately held manufacturer of premium encoders Pain points - Frequent campaigns with hundreds of targets Transitioning salespeople Customer data fragmented in different systems Needed effective tools to generate marketing campaigns Poor usability of previous sales automation system 9

CRM Case Study QAD CRM Benefits Encoder Products rolled out CRM in marketing, sales, and customer service - Effective 360 degree view of customer data - Uncovering new opportunities with better targeted marketing activities - Customer service able to immediately respond to customers regardless of the original sales channel - Increased levels of customer service and employee satisfaction - Increased campaign hit rate 10

CRM Case Study QAD CRM "Our customer service group just loves QAD CRM. Now for the first time, they can quickly and easily determine which distributor the caller is purchasing product from." Bob White, IT Director - Encoder Products 11

Enhance Your Customer's Experience QAD Configurator "The QAD Configurator is all about turning the customer's dream into reality in the most efficient way. With the QAD Configurator we are able to control the manufacturing engineering with a single engineer, allowing us to focus on design and innovation which is what drives growth and market expansion.“ Laurence Julien, IT Manager - Yamaha Motor Corporation 12

Enhance Your Customer's Experience QAD Service & Support Suite " QAD offers a world-class Service and Support product suite that enables us to manage our service organization with transparency and efficiency. QAD’s solutions improve the exchange of information between FEI’s field service, logistics and service support teams. The result is that we have effective planning, professional logistics control and better call management. " Jim Fetterman, Vice President Worldwide Services - FEI 13

Enhance Your Customer's Experience Today 14

Enhance Your Customer's Experience Smart Simplicity: Increase Responsiveness, Reduce Costs CSR Shipping Service & Support Customers 15

Enhance Your Customer's Experience Intuitive, Informative, Intelligent Role-Based Centers - Speed access and ability to respond - Reduce training cost - Simplify and personalize - Related reports and operational metrics 16

Enhance Your Customer's Experience Monitor, Measure, Message Sales metrics - Overdue orders - Not shipped on time in full Services metrics - Open calls by queue - Fault code analysis - Engineer utilization Alerts - Sales orders placed on credit hold - Call assigned 17

Enhance Your Customer's Experience Breaking Boundaries 18

Enhance Your Customer's Experience Breaking Boundaries Core Sales Quote and Sales Order - Sale of service during quote and order taking - Sales quotes/orders improvements - BPM/Workflow enabled Service & Support Management - Automated contract creation, renewals - More sophisticated contract management 19

Enhance Your Customer's Experience Dynamic Pricing Includes new pricing options - Attributes, such as gold or silver plating - Order characteristics, such as expedited orders 20

Enhance Your Customer's Experience Attributes Extending sales quote, orders, items, service contracts, installed base Drive pricing, service/support and reference 21

Enhance Your Customer's Experience Configurator and Sales Quotes/Orders New attribute creation rules Kit or component pricing Enhanced for kits and links to quotes/orders 22

Enhance Your Customer's Experience Quote and Order Approval Status Order status with system and user-defined states BPM/Workflow enabled 23

Enhance Your Customer's Experience Services and Sales - Collaboration Sales Sales Quote Quote Sales Sales Quote Quote Sales Sales Order Order Sales Sales Order Order Shipment Shipment Shipment Shipment Contract Contract Invoice Invoice Billing Billing Invoice Invoice

Enhance Your Customer's Experience SSM - Contract Service Center Display list of contract lines due for renewal, and select the ones to be renewed 25

Enhance Your Customer's Experience SSM - Contract Service Center Preview the contract lines to be created and renew / quote New amounts and start/end dates are shown 26

Enhance Your Customer's Experience Cover page SSM - Contract Service Center and list of lines generated are included in the quote print 27

Enhance Your Customer's Experience How Today’s APIs Enable Tomorrow Foundation for the Future - Access for varied and changing needs Extern .Net al Web Mobile UI Syste ms Business Layer APIs Busines s service s Busines s entities Data access 28

Enhance Your Customer's Experience Both eCustomer and iCustomer Evolution of CSS - Web-based Configured Orders New web framework Web-based Service & Support Enhanced up-sell and cross-sell Mobile for iPhone, iPad and more - Mobile Field Service - BPM/Workflow and BI - CRM/Sales 29

Enhance Your Customer's Experience Additional Plans CRM - Thin client deployment - Lotus Notes integration - New analytics and reporting Service & Support - Warranty management Trade Promotion Management 30

Enhance Your Customer's Experience QAD EA and Customer Management QAD Enterprise Applications Enable the CustomerFocused Organization CRM Sales Service & Support Enhance brand value Effectively compete and win Increase market share and reduce costs 31

Enhance Your Customer's Experience Metrics Affected Process Benefit Value New Sales C hannel (online) Inc rease c ustomer satisfac tion 10% - 25% Reduc tion in order entry c osts 20% - 50% C ustomer Order Entry Expand markets 10% - 20% Online Produc t C atalog Improve order ac c urac y 10% - 20% Reduc e invoic e c osts 5% - 15% C ustomer c an enter order and payment information online Expand market 10% to 20% Reduc tion of DSO 5% to 10% Reduc e order entry c ost Up to 90% Manage sales ac tivities Improve sales produc tivity 10 to 20% Inc rease c ustomer c ontac t time 5% to 10% Forec asting Improve sales forec asts 5% to 10% C onfigure c omplex produc ts based on preapproved engineering and sales business rules Reduc e errors Reduc e selling time Improved sales produc tivity 000’s 50%-90% 10% to 50% 32

Enhance Your Customer's Experience Next Steps Attend Driving Customer Satisfaction and Increased Revenue Thru Enhanced Service and Support - Wednesday at 2:45 - Speakers: Lisa Ozkan, QAD and Nathan Beste, FEI Attend Configured to order: Managing Complexity While Meeting Customer Demand - Wednesday at 4:00 PM - Speakers: Frank Feustel, QAD and Bob White, Encoder Products Ask for a demo of customer management solutions in the Expo! 33

Enhance Your Customer's Experience Questions & Answers Mary Ann Guthrie [email protected] 34

www.qad.com QAD Inc 35